Add a video chat help tool to mobile.
Shortened customer help calls by 50%-75% and increased NPS from 3 to 7 for help on mobile.
TuboTax loses customers when they seek a face to face experience.
Most of these customers go to a tax store like H&R Block.
PILOT TO PRODUCT
I took a pilot video chat feature and explored how to productize it.
Here I look at making a face to face connection when dialing.
WORKING WITH CUST. CARE
I showed that doing the whole customer care experience on mobile would be too much.
I was able to convince customer care leaders we should just focus on video help.
I found in research people were afraid it wasn't one way video. I redesigned to emphasize that.
I worked with the prototyping team to fit the experience to our flagship features style for that tax year.
The video and screen share lets agents see where customers are at immediately.
It shortened customer help calls by 50%-75% and increased NPS from 3 to 7 for help on mobile.
SmartLook was featured TurboTax's Super Bowl ad campaign.
The UI was changed to fit the quick TV shot.
Designed from scratch using Webflow